Proscan / Gore Research MIA again - Page 4

v1per · 12-31-2006, 04:23 PM

Well, I think I've made up my mind as far as that goes. I'm getting the Digimoto software and interface. I think the chipset is mobydic and the software comes with acceleration tests and dyno, which are both musts for me.

roberto7 · 01-03-2007, 06:40 PM

Good work Siezmik. I today posted my rant on the other MP3 thread .http://www.mp3car.com/vbulletin/show...=42768&page=3?

Will you please send me the phone number or the address of Gore's BBB ? I have no clue where they are based.

regards

v1per · 01-04-2007, 05:59 PM

The phone number listed with the BBB is not a valid number... I can only imagine why... I got a second "appropriate person" e-mail after sending them this:

You are falling through on your promises, Mr. Gore. You say you will answer the requests of all your customers. I found that this promise is broken when that request involves something that is not beneficial for your company. You may try with these empty promises, but you cannot placate me or any of the other dissatisfied ProScan customers. I have no experience with Digimoto and I am recommending it to everyone who asks, primarily because it keeps them away from you.
I understand that you are a small business but I don't think you do. You cannot use this as an excuse for all of your screw ups. If you do not have enough inventory then update your website to say it is out of stock. If you aren't able to do this then at least answer the e-mails inquiring about a product. Oh, and if your customer support is not capable of handling the large volume of angry customers then maybe you should consider enlarging it. It might take some of your profit, but if your reputation becomes so bad nobody buys your product you will have a much worse end result. In addition, you realize that the "we're working out the kinks" excuse doesn't work for 6 months. I understand that you are a small business but that is no reason to have abhorrent customer support and, as another member put it, a backlog of angry customers dating back to July.
I have made multiple customer support tickets regarding the cancellation of my order but was simply told that it would be forwarded to the appropriate person. Do you actually expect me to believe that? You cannot come in here and say that you are genuinely trying to resolve customer support issues and then give someone a canned e-mail. This is called hypocrisy and it is not a good business practice. You also tell us (us is in reference to the droves of dissatisfied ProScan customers) that if we post in this forum our issues will be resolved. I ask you, Mr. Gore, how do you resolve issues posted in the forum if you haven't even logged in since December 21?
In the end you may resolve all of your problems and become a reputable company, but I have no interest in waiting until that time. So this is the situation, if you want to placate me and make me into a satisfied customer, you are SOL, the time for that is over. If you want to do your duty as the owner of a company then you will refund my money and I will continue to spew anti-ProScan propaganda to whoever will listen. If you don't like either of the above options then I will open a dispute with PayPal and contact the Better Business Bureau. I don't want to battle with you, but that doesn't mean I'm not ready to.
In closing, I would like to give you a small lesson in economics. Capitalism is an economic system based on the consumer. In this system the business does not wield the power, the consumer does. Thus, as a businessman your job is to satisfy the customer. Sure, you can cut corners to squeeze out more profit, but eventually the consumer will become frustrated. At this point the consumer will find a new supplier of what they want and you go out of business. This is the way of the Capitalist economy, the fit survive and the weak die.

You know, one day they are going to get sued and I'm going to laugh at ProScan's funeral.

jyoung · 01-12-2007, 01:43 AM

I too have had difficulties with Gore Research. I ordered ProScan back in April 2006. Unlike most of you it seems, I received mine in a timely manner. However, I could never get the software to load ... on more than one machine. I am technically competent too. I have left numerous messages and emails. As I recall, several of the msgs were left on their home phone which was the most readily found. It does appear that, as Mr. Gore has stated on numerous occassions, they moved although it appears they moved their residence. I have a stron suspicion that the residence and business location are one and the same. I was actually tempted to drive several hours out of my way to pay them a visit, but unfortunately time did not allow. I actually received a punctual personal response to a support request I sent in early October. Along with the statement, "Let us know what you need and we will do everything that we can to help you", the response made mention of the newer code versions available for download. Been there, done that ... no joy. However, after replying (with my intent to seek a refund if issue was not resolved within one month), I have heard nothing. As a business owner myself I feel very strongly that they are digging a deep, dark, and perilous pit for themselves by their unethical business practices. Not a good way to start out a marraige/family and life. I hope they will turn things around for the own benefit (and I'm not talking financial, but character).

If anyone has had software installation issues and has found a remedy please post a response.

Regards,

John Young

v1per · 01-16-2007, 09:53 PM

The reason you do not get answers via phone is because they have a phony number listed with the BBB (and everywhere else). They didn't move, you never had their number. This company is unethical and despicable.

digimotojoel · 01-16-2007, 11:41 PM

John, I would suggest you head over to ScanTool.net (they are the suppliers for the hardware for ProScan) and see what they have to offer software wise. They also offer information on how you might connect to your vehicle using the most basic hyperterminal software in Windows to see if you are having communication issues with the hardware (that is the best place to start). Then I would download and install the free software from ScanTool.net and make sure that works ~ if that doesn't work then odds are you will not have success with other applications. Finally, if you do not experience any difficulties at that point there are other ELM software options available if you simply can not get a response from ProScan.

kx80racer · 01-23-2007, 11:15 PM

Report filed with the BBB. I waited 6 months...thats long enough.

ProScan · 01-25-2007, 09:23 PM

Quote: Originally Posted by Impreza_555

It works GREAT !

I had a few issues with a USB to serial converter, but now everything is ok.
I used it at work on a VW Touareg to reset the CEL and that worked too

I'm glad that you have found ProScan beneficial, and I'm even happier that you took the time to acknowledge it in this forum.

Thank you,
David Gore
Owner, Gore Research
http://www.MyScanTool.com

ProScan · 01-25-2007, 09:58 PM

Quote: Originally Posted by Stogey

David Gore responded to my Private Messages. My problems were resolved immediatley. It seems that Gore Research is having some Customer Service difficulties that David is working hard to resolve. I think we should give him the benefit of the doubt. At the same time, David, it would be helpful if we could have an easier method for escalating our issues up to you (just until your system is running smoothly). Thanks for the help.

Thank you as well for taking the time to declare that we took care of you.

Thank you for also being understanding, and not wishing me a slow and painful death like everyone else.

As I declared a few weeks ago, our orders are shipping out same day or next day. The only issue we have right now is with customer service. We are having a lot of issues with our eSupport system, and I'm thinking about ditching the whole system.

For now, I encourage everyone to contact our customer service department with your issues first. If you do not receive an adequate response within 24 hours, feel free to contact me personally via email.

I can be reached at: [my first name] @ myscantool dot com.

Thanks,
David Gore
Owner, Gore Research
http://www.MyScanTool.com

ProScan · 01-25-2007, 10:01 PM

Quote: Originally Posted by ronbosk

I read the post in here and decided to try them. For drop ship it was a little slower than I exspected but it was less than a week. But from WV to OH, should have been a day maybe 2, I think it was 4. Again it did work and the unit is fine.

Glad to hear that you received it promptly. Let me clarify, though, that your order didn't originate in WV. Our orders are being drop-shipped from Arizona. That's why it didn't arrive next-day.

Thanks,
David Gore
Owner, Gore Research
http://www.MyScanTool.com

ProScan · 01-25-2007, 10:13 PM

Quote: Originally Posted by v1per

I placed an order for ProScan and the ISO tool a few days ago. I am having some issues with their customer service (I want to cancel my order so I can re-order with a different card). When I read this thread I literally started to sweat, I was not ready for a long drawn out battle with a company. Fortunately when I got to the end I saw Mr. Gore addressing issues and people talking about their successes.

Before I got to this part I was planning on cancelling my order altogether but now I think I will re-order. Hopefully ProScan's issues will get resolved and there will once again be peace on Earth (or at least in the OBD forum).

BTW, Mr. Gore, if you read this please cancel order 1216. I am having limited success with your customer service but at least I am getting responses and ones that appear to be human at that. If you cancel this for me I fully intend to re-order.

I sincerely apologize for any problems you have experienced with our customer service.

I reviewed your order and determined that your order (1216) was sent for drop-shipment, but the provided shipping address was not a valid USPS address. An email was sent around January 2-5 requesting a valid USPS address, but we never received a response. Your order has now been canceled, and a full refund has been issued.

Thanks,
David Gore
Owner, Gore Research
http://www.MyScanTool.com

ProScan · 01-25-2007, 10:33 PM

Quote: Originally Posted by jyoung

However, after replying (with my intent to seek a refund if issue was not resolved within one month), I have heard nothing.

Mr. Young,
Have you tried ProScan 5.0? It seems to working great for most people.

I'm sorry if you never received a response to your emails back in April of last year. If you still want a refund, I will gladly honor it... even a year after purchase.

Email me personally at [my first name] @ myscantool dot com.

Thanks,
David Gore
Owner, Gore Research
http://www.MyScanTool.com

ProScan · 01-25-2007, 10:45 PM

Quote: Originally Posted by v1per

The reason you do not get answers via phone is because they have a phony number listed with the BBB (and everywhere else). They didn't move, you never had their number. This company is unethical and despicable.

I just want to clarify a few things since the comments above are misleading.

The phone number listed on our BBB record is incorrect. Apparently, someone filed a complaint against us and provided that number as being ours. I have contacted the BBB on multiple occasions to correct this, but apparently they are in no hurry to update this information.

We have never provided phony numbers or any other phony information, and I don't appreciate such slanderous implications. We do not provide a phone number for customer service at this time. Is that because we're a scam company? NO. Look at all the other scantool vendors in our price range, and you'll notice that they don't offer telephone support either.

Take note that I have also provided my personal email address for those of you who have trouble with our eSupport system. Once again, my address is: [my first name] @ myscantool dot com.

Thanks,
David Gore
Owner, Gore Research
http://www.MyScanTool.com

aquanaut20 · 01-26-2007, 12:33 PM

David you lie through your teeth....

I have 4 open tickets about my recent purchase, and no reply except for the "passing the buck " message.

You were quick to take our money, and then just orpaned us..

v1per · 01-26-2007, 06:23 PM

I like aquanaut. He is right.

And another thing, you say no other OBD-II scan tool company in your price range offers a customer support number. I have to disagree. While it is not listed on their website, when I contacted Digimoto about a minor issue (nothing like trying to take my money which, thank God, has finally been refunded) not only did their e-mail support return my e-mail THE SAME DAY with a MEANINGFUL RESPONSE, Joel gave me his personal AIM screen name AND his personal cell phone number.

No matter what you try to say you simply cannot win. The bottom line is that I could compare your customer service to that of just about any other company on the face of the Earth and come with no less than 10 ways they are better.

EDIT: Oh, I didn't see the other post by you, Mr. Gore. When you sent an e-mail inquiring about my address I did not return it with a valid address, I returned it with yet another cancellation request. THIS is the e-mail that received no answer. Plus, I am very lucky my address was wrong. If it had been shipped it probably would have taken another month to get my money refunded.